Terrible service FNB

I am extremely disappointed in how my ***** case investigation has been handled by Mothekgi Tsheola from the ***** department. I reported this first thing the very next morning after I had made payment and then when I got all the documents requested including police affidavit and case no. I submitted documents the very same day. This is from FNB to FNB I was told the said amount would be placed on hold now days later you are telling me that all the money in that account has been used up so you cannot refund the amount I paid. This is completely unacceptable as I have been patiently waiting for days with no feedback Trying to call but nothing and trying to trust the process. I would understand if I reported it days or weeks later but the very next day and you’re now telling me there is nothing you can do. This is an FNB account being used to **** people surely the account holders details are there on file.